Coach is a global fashion house founded in New York in 1941. Inspired by the vision of Creative Director Stuart Vevers and the inclusive and courageous spirit of our hometown, we make beautiful things, crafted to last—for you to be yourself in.
Coach is part of the Tapestry portfolio – a global house of brands committed to stretching what’s possible.
A member of the Tapestry family, we are part of a global house of brands that has unwavering optimism and is committed to being innovative and wholly inclusive. Visit Our People page to learn more about Tapestry's commitment to equity, inclusion, and diversity.
Coach is a leading design house of modern luxury accessories and lifestyle collections, with a long-standing reputation built on quality craftsmanship. Defined by a free-spirited, all-American attitude, the brand approaches design with a modern vision, reimagining luxury for today with an authenticity and innovation that is uniquely Coach. All over the world, the Coach name is synonymous with effortless New York style.
A member of the Tapestry family, we are part of a global house of brands that has unwavering optimism and is committed to being innovative and wholly inclusive.
Primary Purpose: Support the implementation of the North America Omnichannel Training & Customer Development strategy through building, communicating, and implementing trainings across both channels in sales, service, clienteling, and onboarding initiatives. In addition, this position will help measure success and adoption of new skills throughout the fleet. The role will report into Director, North America Omnichannel Training & Customer Development with a dotted line to the respective Regional Director.
The successful individual will leverage their proficiency in training and customer experience to help train the store teams in their region while also...
Support the North America Omnichannel Training & Customer Development team by understanding NA business strategies and supporting sales and service goals with impactful training initiatives; monitoring store KPIs/metrics and developing training/action plans based on identified opportunities; consistently following up with teams for accountability and to ensure growth in designated metrics
Provide timely and thoughtful store and field feedback to both North America Omnichannel Training & Customer Development and Global Customer Experience team to help create new training initiatives as the retail landscape evolves
Serving as the Coach Customer Experience expert within the market, ensuring that the brand is consistently represented to brand standards
Championing and driving the implementation of The Coach Experience selling ceremony in stores, ensuring the highest level of customer service is being provided in stores within their market
Regularly connecting with regional field leadership (Regional Directors, Multi-Managers) to understand evolving in-store experience, store-level opportunities, implementation considerations, etc.
Leveraging our training platform, Coach Journey, and other available learning & development resources to ensure effective implementation of foundational Coach training programs and initiatives, including:
General/Store/Assistant Manager onboarding within the region
The Coach Experience selling ceremony
Foundational product knowledge training
Selling, service and clienteling training
Training & implementation of our sales accountability programs (Sales Coach and SDA)
Observing & training store management team to develop their leadership skills, in partnership with their Multi-Manager
Supporting the day-to-day usage of the in-store digital clienteling platform, Client Compass, to help animate and drive in-store clienteling; be the regional power user by fielding store questions and training users
Ensuring effective use of available training tools, in particular Coach Journey, and sustained training impact through Coach Journey usage monitoring, training follow up, regular store feedback, field leadership partnership, etc.
Partnering with the North America Omnichannel Training & Customer Development team to create dynamic and engaging quick videos to illustrate key selling skills and techniques
Providing guidance for the planning and implementation of in-store client events and animations within the region
Partnering with field leadership to ensure effective follow up and action planning of the customer feedback tool, Client Loop, in stores; maximizing the program as a development tool to continually improve service levels/meet evolving customer expectations
The accomplished individual will possess...
5+ years professional experience working in retail, training, or customer experience
Ability to work with and motivate multiple levels within the Coach organization
Must demonstrate the ability to effectively communicate important issues related to market to Field Leaders and Director, NA Omnichannel Training & Customer Development, and partner on solutions
Strong organizational skills and ability to multi-task projects in a dynamic, fast-paced environment with shifting priorities
Effective written and verbal communication
Exceptional attention to detail
Good communication skills
Strong interpersonal and presentation skills
Strong teamwork abilities
Demonstrated ability to think broadly, considering all perspectives on issues, and reaching logical conclusions that best serve the brand as a whole
Proficiency in PowerPoint, Excel, Word and Microsoft Office
The ability to travel up to 75% of the time
Coach is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant’s or employee’s qualifications as they relate to the requirements of the position under consideration. These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law. Visit Coach at www.coach.com.
Our Competencies for All Employees
Courage: Doesn’t hold back anything that needs to be said; provides current, direct, complete, and “actionable” positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.
Creativity: Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.
Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty.
Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
Interpersonal Savvy: Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
Our Competencies for All People Managers
Strategic Agility: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
Developing Direct Reports and Others: Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person's career goals; constructs compelling development plans and executes them; pushes people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental system in the organization; is a people builder.
Building Effective Teams: Blends people into teams when needed; creates strong morale and spirit in their team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.
Coach. is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant’s or employee’s qualifications as they relate to the requirements of the position under consideration. These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law.
Base Pay Range
-0Here are some of the benefits that we offer: Medical insurance, Dental insurance, Vision insurance, 401 (K), Paid Paternity and Maternity leave, Commuter Benefits, Disability insurance and Tuition assistance. Please click here for a complete list of Canada Corporate Compensation & Benefits.
Skills Required
- 5+ years professional experience in retail, training, or customer experience
- Ability to travel up to 75% of the time
- Proficiency in PowerPoint, Excel, Word and Microsoft Office
- Experience implementing retail sales and clienteling training programs
- Strong written and verbal communication skills
- Strong interpersonal, presentation, and coaching skills
- Strong organizational skills and ability to multitask in a fast-paced environment
- Exceptional attention to detail
- Ability to work with and motivate multiple levels of the organization
- Experience using digital clienteling platforms and learning management systems
What the Team is Saying
Tapestry - Coach and Kate Spade Compensation & Benefits Highlights
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Parental & Family Support — Parental leave and caregiver resources include eight weeks of fully paid bonding time for U.S. parents, with birth mothers often reaching about 17 weeks when wellness time and short‑term disability are combined. Added supports include $10,000 adoption assistance, backup child/adult care days, free access to Maven, and a paid phased return‑to‑work program.
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Healthcare Strength — Health coverage spans medical, dental, and vision with options like FSA/HSA, alongside mental‑health support and an EAP. Additional protections and add‑ons include life and disability insurance, transgender healthcare benefits, wellness programs, fitness stipends, and optional pet/accident coverage.
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Leave & Time Off Breadth — Time‑off programs feature generous PTO, paid holidays, sick days, wellness days, and paid volunteer time. Flexible practices such as Flex Fridays, summer hours, and hybrid/telecommuting where applicable extend the time‑away and scheduling options.
Tapestry - Coach and Kate Spade Insights
What We Do
A tapestry is made of many threads woven into one story. So are we. Our global house of brands unites the magic of Coach and Kate Spade New York. By intertwining different people and ideas, we push ourselves in our work, pull out the unexpected in what we create, and expand the bounds of possibility. Our brands were created by dreamers who were determined to turn ideas into icons and, with passion, made it happen. We’ve grown by finding people similarly dedicated to the dream all over the world. We hold ourselves to high standards in every material, process, and person that plays a part in our work, and we embrace difference by design because diverse perspectives are at the heart of creativity. We find brilliance in the intersections—of beauty and function, of heritage and innovation, of accessibility and aspiration—which is how we break through with magic and logic in our culture and our craft. The result is that we stand taller together. Tapestry elevates the best in our people and brands. We use our collective strengths to move our customers and empower our communities, to make the fashion industry sustainable, and to build a house that’s equitable, inclusive, and diverse. Individually, our brands are iconic. Together, we can stretch what’s possible.
Why Work With Us
We believe that difference sparks brilliance, so we welcome people and ideas from everywhere to join us in stretching what’s possible. At Tapestry, being true to yourself is core to who we are. When each of us brings our individuality to our collective ambition, our creativity is unleashed.
Gallery
Tapestry - Coach and Kate Spade Teams
Tapestry - Coach and Kate Spade Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
